is this a new org? if it is, it might not be in funcom's xml db yet. If not, funcom's db sometimes goes down (maint, crash, whatever) and the roster isn't completed. Last time I ran into this, it stayed like that for about 2 days and then started working again..One way of checking is to use funcom's character lookup, then put in a toon from that org, and then click on the org, if all the orgmates show up, then it is something lost in translation to the bot, if not, it means funcom's cml lookup is down.

FC's XML support for org-rosters is sketchy at best. My bot regularly hangs on XML based roster updates. Try setting you roster-update order to Auno_Funcom, or better yet Auno only. Yes, Auno usually lags the latest developments of members etc but is much more reliable than FC's own XML tables in terms of uptime and accessibility.